The document discusses leveraging analytics to improve customer experience. It defines customer experience as the result of interactions between an organization and customer over their relationship. It notes that customers want personalized experiences and discusses how scenarios like traveling, calling customer service, and shopping require understanding customer profiles and reacting in real-time. The document outlines how streaming, predictive, and batch analytics along with IoT data can provide insights to better understand customer behavior and needs. It promotes using open source analytics platforms and tools to drive innovation.

1. VP,
Product
Management
Isabelle
MAUNY
Leveraging
Analy4cs
to
Improve
Customer
Experience
Wednesday, February 17, 16

2. Customer
Experience
Defined
“Customer
experience
(CX)
is
the
product
of
an
interac4on
between
an
organiza4on
and
a
customer
over
the
dura:on
of
their
rela4onship.”
2
Wednesday, February 17, 16

3. 3
“The customer experience
is the next competitive
battleground.”
Jerry Gregoire
(Former CIO Dell/PepsiCo)
Wednesday, February 17, 16

4. 4
Your
customers
want
to
have
a
personalized
experience.
We
are
in
the
:me
of
ME!
Wednesday, February 17, 16

5. 5
TRAVELLING
Wednesday, February 17, 16

6. 6
CALLING CUSTOMER SERVICE
Wednesday, February 17, 16

7. 7
SHOPPING
Wednesday, February 17, 16

8. What
do
all
those
scenarios
have
in
common
?
8
You
need
to
know
the
customer
profile,
e.g.
historical
data,
to
take
a
decision
You
need
to
understand
the
context
in
which
the
customer
evolves
You
need
to
be
able
to
react
in
real
:me
to
certain
condi:ons
or
paGerns
Wednesday, February 17, 16

9. 9 Image Credit: http://www.websitemagazine.com/content/blogs/posts/archive/2014/09/25/customer-service-in-2039.aspx
Does
this
mean
I
need
BigData
???
Wednesday, February 17, 16

10. 10
Open
APIs
Databases
Apps
Mail
Logs
Social
networks
Every
industry
has
plenty
of
data!
IoT
Devices
</API/>
Wednesday, February 17, 16

11. 11
Analyse Data
at Rest
BATCH
ANALYTICS
Analyse Data
in Real time
STREAMING
ANALYTICS
Predict Behaviour
PREDICTIVE
ANALYTICS
Business
Intelligence
Wednesday, February 17, 16

12. Streaming
Analy4cs
• Ac:ng
on
flowing
(or
perishable)
data
• Temporal
and
logical
paGerns
• Can
detect
the
non-­‐occurrence
of
events
• Can
use
historical
data
and
real
:me
data
to
take
decisions
• Scales
to
500.000
events/sec
and
more.
12
Wednesday, February 17, 16

13. IoT
provides
context!
13 Images Credits: https://developer.apple.com/ibeacon/, http://www.yenlo.com/blog/building-the-world-s-biggest-ibeacon-living-lab-with-wso2,
Wednesday, February 17, 16

14. Predic4ve
Analy4cs
14
Image Credit: http://www.edureka.co/blog/who-is-a-data-scientist/
• Uses
historical
data,
sta:s:cal
algorithms
and
machine
learning
approaches
to
predict
behaviour
and
detect
trends,
for
example:
• Recommenda:on
Engine
• Classifica:on
• Anomaly
Detec:on
• Creates
a
model
that
can
be
applied
to
new
data.
• Will
most
likely
require
the
skills
of
a
data
scien:st
Wednesday, February 17, 16

15. 15
Images Credits: http://timoelliott.com/blog/analytics-cartoons
Wednesday, February 17, 16

16. 16
Wednesday, February 17, 16

17. Analy4cs
don’t
work
in
isola4on!
17
IOT GATEWAY
DEVICE
DEVICE
INTEGRATION GATEWAY
(APIs, DATA AND SERVICES)
BATCH, REAL-TIME
and PREDICTIVE
ANALYTICS
API MANAGEMENT
Enterprise
Processes and
Services
SECU
RITY
APP DEV
DEVICE
MANAGEMENT
EVENTS
RECEIVER
CONNECTIVITY / TELECOMS
Wednesday, February 17, 16

18. Analy4cs:
Innova4on
is
in
Open
Source!
18
Wednesday, February 17, 16

19. 19
WSO2
Analy4cs
PlaXorm
Wednesday, February 17, 16

20. Want
to
learn
more
?
20
Nirmal Srinath Suho Seshika
Today
16:00
-­‐
16:30
Big
Data
&
Analy:cs:
Moving
Beyond
Hype
to
Insight
Tomorrow
14:30
-­‐
15:00
IoT
Analy:cs
Tomorrow
11:00
-­‐
12:30
Analy:cs
Track
Anjana
Wednesday, February 17, 16

21. Thank
You
!
Wednesday, February 17, 16